Salary: $75,000 – $85,000 annually | Location: San Jose, CA 95128
Team Development • Customer Experience • Growth-Focused
Lead the team responsible for every family’s first and lasting impression.
The Customer Experience Manager oversees all front-office operations and is responsible for delivering a consistent, high-quality experience for families. This role plays a key part in operational execution, customer retention, and team performance.
This is a hands-on leadership position requiring strong people-management skills, sound judgment, and the ability to balance service standards with business needs. Weekend availability is required.
Waterworks Aquatics is a premier swim school teaching children (ages 3 months and up) and adults how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique. Every role in our organization supports that mission through professionalism, consistency, and care.
- Lead, coach, and develop Customer Experience Experts, Senior Customer Experience Experts, Shift Leads, and Deck Hosts.
- Set and reinforce service standards, daily responsibilities, and performance expectations.
- Oversee front-office operations to ensure alignment with company policies and procedures.
- Support enrollment, retention, and revenue initiatives, including private lessons and package optimization.
- Ensure a professional, customer-focused experience across all in-person and phone interactions.
- Monitor staffing levels and recommend coverage adjustments as needed.
- Oversee onboarding, training completion, and ongoing development of office staff.
- Partner with Customer Relations and regional leadership on escalated concerns.
- Maintain facility readiness, inventory oversight, and operational standards.
- Address employee performance through coaching, feedback, and corrective action when necessary.
- Passion — you care deeply about the experience families and team members have.
- Adaptability — you adjust priorities and leadership approach as needs evolve.
- Self-Responsibility — you take ownership of outcomes, decisions, and performance.
- Approachability — you communicate clearly and foster trust through accessibility and professionalism.
- Integrity — you do what’s right, even when navigating complex or sensitive situations.
- 3–5 years of direct people-management experience.
- 3–5 years of customer service experience in a high-volume environment.
- Strong communication, organization, and follow-through skills.
- Ability to manage priorities and lead teams effectively.
- High school diploma or equivalent required.
- CPR, AED, and First Aid certification (required or ability to obtain).
- Availability to work full-time hours, including at least one weekend day.
Ready to lead with purpose? Apply today and help shape the experience families trust.
Equal Opportunity Employer: Waterworks Aquatics provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or expression, or any other protected status under applicable law. All candidates must be legally authorized to work in the United States and will be required to provide proof of employment eligibility upon hire.
Skills Required
- 3-5 years of direct people-management experience
- 3-5 years of customer service experience in a high-volume environment
- Strong communication skills
- Strong organization and follow-through skills
- Ability to manage priorities and lead teams effectively
- High school diploma or equivalent
- CPR, AED, and First Aid certification, or ability to obtain certification
- Availability to work full-time hours, including at least one weekend day
What We Do
Waterworks Aquatics is a premier swim school that teaches children ages 3 months through adult how to swim. Our mission is to educate and motivate individuals to be safer and learn proper swimming technique. Waterworks Aquatics is a learning organization with a highly qualified team who creates a customized experience in every realm of aquatic programming as we feel swimming is a life-long skill. With a supportive atmosphere and child-centered approach, our goal as a swim center is to encourage children to have fun in the water while improving their water skills. Our proven teaching methods and caring instructors will allow children to learn and grow within our program. By utilizing a specialized muscle memory technique, we are able to teach stroke technique at a very quick rate. The service we provide you and your child extends beyond swim lessons. Lasting relationships are built through a "triangle of communication" between every parent, child, and instructor. We carefully match our students to an instructor who can best understand their capabilities and help them reach their full potential. Each lesson is structured yet flexible to meet the needs of each individual, which allows our students to steadily progress and thrive in a safe, comfortable environment. Waterworks Aquatics offer swim schools throughout California and Colorado. Our locations include: ORANGE COUNTY Irvine Huntington Beach Yorba Linda Anaheim Hills La Habra SAN DIEGO COUNTY Carlsbad Poway 4S Ranch LOS ANGELES Culver City Downey Harbor City Long Beach Rosemead Santa Clarita Valencia Whittier SAN GABRIEL VALLEY Pasadena Alhambra Arcadia West Covina Diamond Bar Glendora La Verne ALAMEDA COUNTY Hayward SAN FRANCISCO San Francisco SILICON VALLEY San Jose Sunnyvale CONTRA COSTA COUNTY Antioch Concord RIVERSIDE COUNTY Riverside SAN BERNARDINO COUNTY Chino SAN FERNANDO VALLEY Northridge Woodland Hills VENTURA COUNTY Newbury Park DENVER/DOUGLAS COUNTY, CO Highlands Ranch
